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Wells Fargo Merchant ServicesGuide to processing cardpaymentsHow to help optimize the paymentprocessing features and benefitsavailable to you 2021 Wells Fargo Merchant Services, L.L.C. All rights reserved.WFMS-156 (1/2021)
Table of contentsImportant resources .4In-person payment processing .6Online payment processing (ecommerce) .7Authorization and authentication .8Merchant statement . 10Reporting . 11Interchange . 12Dispute process . 14Managing fraud and lossesfor in-person payments . 16Managing fraud and lossesfor online payments . 17Data security and industry compliance . 20Risk monitoring . 22Merchant products and services . 232Guide to processing card payments
Welcome!Thank you for choosing Wells FargoMerchant ServicesThis guide brings together the information you need toget started right away. Please take a look inside beforeyou begin processing transactions to help optimize thepayment processing features and benefits available toyou. Keep this guide in a convenient location for futurereference.At Wells Fargo, we strive to build long-term relationshipswith our merchants by providing great service, valuableproducts, and reliable support. Do not hesitate to let usknow how we can support you and your financial success.We’re happy to do business with you3Guide to processing card payments
Important resourcesWhen calling us, please have the following items handy: Your merchant account number (also known as MID), businessname, address, taxpayer ID number, and the checking account you use with your merchant account.Area or topicSpecific needContact informationCustomer ServiceFor all inquiries, account changes and anceVisa / Mastercard / Discover / AmericanExpress Voice Authorization Unit (VRU)for Referrals and Code 10 Operator1-800-626-4480Business Track Sign up online todaywww.businesstrack.comFor technical assistance during enrollmentin Business Track reporting1-800-285-3978Mon - Fri, 8 a.m. to 10 p.m. ET Dispute ManagementFor general questions regarding our online reportingtools available through our Business Track homepage1-800-451-5817Card processingsoftware supportFor questions regarding any card processing softwareissues1-800-365-1998Mon - Fri, 5 a.m. to 7 p.m. PTClover 1Technical support1-800-451-5817Dispute assistanceFor use when faxing in receipt copies and/or disputeinformationFax 402-933-1840Merchant productsand servicesTo add and enhance your merchant account withproducts such as Gift Card, call Customer Service1-800-451-5817Payment gatewaysAuthorize.Net 1-866-486-7359Wells Fargo Payment Gateway Technical Support1-800-289-3557Option 5, 4Payeezy 1-855-448-3493PayPal Payflow1-888-883-9770Supplies reorderTo reorder supplies, call Customer Service1-800-451-5817Mon - Fri, 5 a.m. to 6 p.m. PTTerminal Support TeamFor terminal assistance1-800-622-0842Wells FargoActivation GroupTo begin processing payments, equipment training,and setup1-800-939-6703Mon - Fri, 9 a.m. to 9 p.m. ET ClientLine Reporting Payments Tax Reporting1. Clover devices require a Clover software plan for an additional monthly fee per device. Clover charges a fee for this software and you will be billed directly from Clover. This fee is subject to change andapplies to all devices except Clover Go. Availability of certain software plans, applications or functionality may vary based on your selected Clover equipment, software or industry.Wells Fargo Merchant Services and Wells Fargo Bank, N.A. do not provide and are not responsible for third party software or applications, including those offered by Clover. Clover software, applicationsand other third party applications that may be available through Clover or in the App Market are subject to the terms and conditions of the developer and may include additional fees subject to changeat any time. Those software and App Market application fees are disclosed in the Clover App Market or your Clover dashboard and are in addition to the Wells Fargo Merchant Services fees listed withinyour Agreement.The Clover name and logo are trademarks owned by Clover Network, Inc., an affiliate of First Data Merchant Services LLC, and registered or used in the U.S. and many foreign countries.Authorize.Net is a wholly owned subsidiary of Visa.4Guide to processing card payments
Online resourcesArea or topicContact informationAmerican Express resource for .Netwww.authorize.netBusiness Trackwww.businesstrack.comClover detailed instructionswww.clover.com/helpCost-management tipswellsfargo.com/biz/managecostsDiscover resource for merchantswww.discovernetwork.comMastercard resource for support.payeezy.com/hc/en-usPayPal nt-gatewayTerminal Quick Reference Guideswww.businesstrack.comVisa resource for merchantswww.visa.com/merchantWells Fargo Merchant Serviceswellsfargo.com/biz/merchantWells Fargo payment network informationwellsfargo.com/paymentnetworksWells Fargo Payment Gatewaywww.cybersource.com/en-us.html5Guide to processing card payments
In-person payment processingCredit card processingDebit card processingWhen your customer pays for products or services with acredit card, you can accept payments with:Debit cards access funds from the cardholder’s bankaccount. There are two types of debit: PIN-based debitand non-PIN debit. a traditional magnetic stripe card a chip card a contactless card digital wallet payments, including Apple Pay , FitbitPay , Garmin Pay , Google Pay , and Samsung PayThe card information is verified and the card issuerprovides an authorization to Wells Fargo MerchantServices to indicate the availability of funds at the timeof the purchase. If the card is damaged or the transactiondoes not take place in person, you can manually key inthe card number; this may result in additional fees. PIN-based debit transactions require cardholders toswipe or insert their cards at the point of sale and entertheir PIN to authenticate the cardholder and authorizepayment for goods or services. Cardholders do not signa receipt. Non-PIN debit transactions require cardholders toswipe, insert, or tap their card at the point of saleor have the card number manually entered. When acard number is manually entered, this may result inadditional fees.After you obtain an authorization and settle thetransaction, the funds are transferred to your depositaccount. If you’re settling your Merchant Services fundsinto your Wells Fargo business deposit account, you’llreceive your funds as soon as the next business day.22. When depositing into a Wells Fargo business deposit account. Please refer to the Merchant Services Terms and Conditions and Operating Rules or Program Guide for additional information.Apple Pay is a trademark of Apple Inc., registered in the U.S. and other countries.Fitbit Pay is a registered trademark of Fitbit, Inc. in the U.S. and other countries.Garmin Pay is a trademark of Garmin Ltd.Google Pay is a trademark of of Google LLC.Samsung Pay is a trademark or registered trademark of Samsung Electronics Co., Ltd.6Guide to processing card payments
Online payment processing (ecommerce)Payment gatewayGetting startedA payment gateway is a link between your website (or thewebsite hosting your goods or services) and your paymentprocessor (Wells Fargo). When your customer makesan online purchase, the information from your websitemust be sent through a payment gateway to obtain anauthorization and for a payment card transaction to becompleted. Payment gateways work with a variety ofonline payment service providers such as shopping cartsand mobile wallets.There are a few steps to get started with your onlinemerchant account.Step 1 You will receive two separate emails with yourlogin and setup instructions within one to twobusiness days. The email will originate fromone of the following depending on the paymentgateway you chose. Authorize.Net Gateway users will receivean email (from support@authorize.net)containing an activation link that enablesmerchants to create a login and password. Wells Fargo Payment Gateway users will receivean email from CyberSource Customer Supportthat contains an activation link that enablesmerchants to create a login and password.The email will be sent fromdonotreply@support.cybersource.com. PayPal Payflow Gateway users will receivean email with login and password fromwells.fargo.products@firstdata.com. Payeezy Gateway users will receive anemail with login and password fromwells.fargo.products@firstdata.com. If you already have a payment gateway,Wells Fargo will send an email fromwells.fargo.products@firstdata.comcontaining a merchant login and password,or merchant identification and terminalidentification.Step 2 Review the information in this document toconfirm that your website is ready to beginprocessing card payments.Step 3 Follow the instructions from your paymentgateway for converting from test mode to livetransaction processing.Step 4 Start processing card transactions.7Guide to processing card payments
Authorization and authenticationAuthorizationAn authorization is an approval on a cardholder accountfor a sale amount. All card sales require an authorizationfrom the card issuer to verify that the card is valid and hassufficient funds or credit line to cover the amount of thetransaction. The card issuer provides an authorization andapproval code to Wells Fargo.Authorization is not a guarantee that you will receivepayment for the authorized/approved transaction, andit does not mean that the person using the card is therightful cardholder. In addition, because transactions maybe disputed at a later date, it is important to retain allauthorization codes as proof of approval.To obtain voice authorization for any non-Clover product,call our Authorization Center at 1-800-626-4480. Voiceauthorizations are not available for Clover products.Visa, Mastercard, Discover, and American Express nolonger require merchants who are able to accept chip cardpayments to obtain signatures for card-present creditor debit transactions. However, merchants can still use acustomer signature as a cardholder verification methodas required by individual state or local laws. Merchantswho are not enabled to accept chip card payments areresponsible for the costs associated with card-presentfraud.Authorization codes and messagesCode / messageResponse definition00 – ApprovedA two to six digit approval code is provided.02 – DeclinedA business should never accept the card once declined and should request anotherform of payment.03 – Pick Up CardDecline - Do not try again. Please hold onto the customer’s card (if it’s safe to do so). The cardissuer requests that the card be removed from circulation. The merchant should never accept acard for payment when this response is received.04 – Referral or Call CenterThe card issuer requests direct contact with the merchant in order to authorize thesale. The merchant must contact the Wells Fargo Voice Authorization Center.08 – InvalidDebit CardThe cardholder account number was entered incorrectly.10 – Invalid Account NumberThe cardholder account number was entered incorrectly.14 – Invalid ExpirationThe cardholder expiration date was entered incorrectly.15 – Invalid TransactionVerify the cardholder information was entered correctly.44 – Unable to ConnectThis response indicates that the card issuing bank requests direct contact with the merchantin order to authorize the sale. The merchant must contact the Authorization Center for Visa/Mastercard/American Express/Discover.Hold Card / Pick-up CardDecline - Do not try again. Please hold onto the customer’s card (if it’s safe to do so). The cardissuer requests that the card be removed from circulation. The merchant should never accept acard for payment when this response is received.Waiting for LineThis response indicates that the phone lines are currently busy.Invalid Merchant NumberThe network does not recognize the merchant account number. Verify the merchant numberwas entered correctly and make sure the account is still in an active/open status.Hold CardDecline - Do not try again. Please hold onto the customer’s card (if it’s safe to do so). The cardissuer requests that the card be removed from circulation. The merchant should never accept acard for payment when this response is received.8Guide to processing card payments
AuthenticationAuthentication and verification methods are essentialin maintaining the efficiency and integrity of your onlinebusiness. The following are the key data elements usedduring authorization that are designed to minimize fraud: Address Verification Service (AVS) reduces exposure tofraud by confirming that the address attached to thepayment card matches the billing address the customerenters on the website Credit card security codes (CVV2, CID, CVC2) areimportant internet security features that help validatethat the customer placing the online order is the actualcardholder9Guide to processing card paymentsTo help maximize authorizations, take advantage of fraudprotection services offered by Wells Fargo such as AVSand credit card security codes. Also consider using theadditional fraud protection services provided by yourpayment gateway.
Merchant statementWells Fargo Merchant Services provides a monthlystatement of your transaction activity in a formatdesigned to facilitate account reconciliation.In addition to the monthly merchant statement,Wells Fargo Payment Gateway customers also receivea Treasury Management Account Analysis Statement.How to read your statementP.O. Box 6600, Hagerstown, MD 21741-6600LEThe Statement Period indicates the date range that isincluded on this statement. Processing that took place withinthis date range is reported on this statement.MAXPage 1 of 4Statement PeriodMerchant NumberCustomer ServiceTHIS IS NOT A BILL08/01/19 - 08/31/19123456789012Website - www.businesstrack.comPhone - 1-800-451-5817EYOUR COMPANYYOURTOWN, ST 12345PYOUR CARD PROCESSING STATEMENTSUMMARYAn overview of account activity for the statement period.Page1Total Amount SubmittedPage2Page3Page3The Summary summarizes card activity and related chargesfor the statement period. Use the page numbers to help youquickly find details. es- 000.00IMPORTANT INFORMATION ABOUT YOUR ACCOUNTTERMINAL SOFTWARE UPDATES. To ensure terminals are up-to-date with current industry data security standards and can takeadvantage of the latest application enhancements, we will periodically update the software on Wells Fargo Merchant Services terminals.As a reminder, please settle a batch regularly to ensure your terminal receives the latest software updates. In most cases, these updateswill be downloaded to your terminal automatically and you can follow the prompts on the terminal to complete the process. If you havequestions, please call 1-800-451-5817 or contact your account manager.When this area appears on your statement, be sure to readit for important information regarding your account.SUMMARY BY 1908/30/19SubmittedAmount 0,000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 0.000.00AmountProcessed 0,000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00 000.00Write To: 1655 Grant St., Third Floor, Concord, CA 94520Key card processing terms in plain languageTotal Amount Submitted – The total dollar amount ofcard transactions submitted and processed during theStatement Period.Chargebacks/Reversals – Those transactions that arechallenged or disputed by a cardholder or card issuer. AChargeback equals the transaction amount that is disputedby the cardholder or card issuer. A Reversal is the amountthat was initially charged back to the merchant, but hassubsequently been resolved in favor of the merchant.10Guide to processing card paymentsAdjustments – The amounts added to or deducted fromyour account to resolve processing and billing discrepancies.Fees – Transaction-based and/or fixed amounts charged forspecific card processing services.Merchant Number – The unique account number assignedto every merchant and merchant location. You’ll find it at thetop of your statement.
ReportingAll Wells Fargo merchants can get reporting for theirmerchant account through the Business Track accountmanagement solution. Depending on the paymentprocessing solution you selected, there may be additionalsources for reporting. For example, Clover merchants alsohave access to high level reporting for their account throughtheir Clover dashboard at www.clover.com/dashboard.Business Track account management solutionBusiness Track is an online account management andreporting portal for your merchant account. BusinessTrack is available to you when you open a merchantaccount with Wells Fargo Merchant Services. Weautomatically send you an email providing a user ID forenrollment. If you are not enrolled at the time of setup,you can do so easily by visiting www.businesstrack.comand answering a few questions to initiate your enrollment.The Business Track portal gives you access to powerfulreporting and analysis tools including: ClientLine Reporting – View payment processinginformation such as sales, bank deposits, andstatements, and create and schedule custom reportsviewable online or available via email. Dispute Management – Receive, view and respond todisputes and retrieval requests online. Payments Tax Reporting – Access to tax information.There’s no charge for using ClientLine Reporting andPayment Tax Reporting. Dispute Management is alsoavailable at no extra charge for most businesses. If youhave any questions about these services, please call yourWells Fargo Merchant Services Account Manager or acustomer service representative. Streamline reconciliation – download information foranalysisDispute ManagementDispute Management is a service designed to help youmanage retrieval requests and disputes more effectively.It is part of a comprehensive solution that enablesresearch and the online exchange of information betweenyou and Wells Fargo for dispute management. You canaccess Dispute Management from the Applications tab onthe Business Track home page.Benefits Streamline the dispute and retrieval managementprocess Manage cases online for faster dispute resolution Control workflow in the back office in real-time, andhelp increase your audit functionality Respond quickly to retrieval requests and help decreasethe possibility of a dispute resulting from a nonresponse Save on mail and fax expenses and help gain efficienciesthrough better time management and financial controlsPayments Tax ReportingPayments Tax Reporting provides merchants withaccess to their payment card processing tax reportinginformation through the Business Track homepage.The solution provides merchants the ability to vi
Online payment processing (ecommerce) Payment gateway A payment gateway is a link between your website (or the website hosting your goods or services) and your payment processor (Wells Fargo). When your customer makes an online purchase, the information from your we
